HR Contact Center Specialist — Elevate Employee Experience

ING Hubs Philippines; Metro Manila; On-site; PHP 290,000 - 424,000; Full time

Benefits offered by this job

Collaborative environment

Learning & development

Exposure to global HR processes

Job summary

ING Hubs Philippines seeks a Contact Center Specialist to deliver first-line HR support across chat, email, and case management channels. You will use country-specific policies and resources to resolve inquiries while ensuring timely responses and an excellent employee experience.

You will collaborate with HR teams to drive continuous improvement, triage to Tier 2 when needed, and contribute to a culture of accountability and proactive risk management within the Centralized People Services group.

Qualifications

• Experience delivering outstanding customer service.
• Excellent written and verbal communication skills.
• Ability to learn and apply new processes and technologies.

Responsibilities

• Respond to employee inquiries via chat, email, and case management.
• Adhere to defined response and resolution timelines.
• Provide guidance on HR questions and support requests.
• Triage and route transactions to Tier 2 support.
• Escalate complex inquiries and potential risks appropriately.
• Collaborate with People Services teams to deliver a seamless employee experience.
• Identify opportunities to improve chatbot and virtual agent workflows.
• Support maintenance and improvement of the HR knowledge base.

Skills

Customer service

Communication skills

Problem-solving

Stakeholder management

Ownership & accountability

Resilience & adaptability

Learning new processes

Job description

ING Hubs Philippines seeks a Contact Center Specialist to deliver first-line HR support across chat, email, and case management channels. You will use country-specific policies and resources to resolve inquiries while ensuring timely responses and an excellent employee experience.

You will collaborate with HR teams to drive continuous improvement, triage to Tier 2 when needed, and contribute to a culture of accountability and proactive risk management within the Centralized People Services group.